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CX Project Manager — Amazon Connect (Senior)
Consulting - Black Hats
Remote, Brasil
Full-time
Senior
1 vaga
FW-2026-IBKBL
About this Role
As an CX Project Manager — Amazon Connect (Senior), you will lead the design, planning, and delivery of cloud-based contact center solutions built on Amazon Connect and complementary AWS services. You will work directly with enterprise clients to transform their customer experience operations through AI-powered automation, intelligent routing, and omnichannel strategies.
This is an Active Hiring position — we are looking for an experienced project manager to join our consulting practice immediately.
Responsibilities
- Lead end-to-end implementation of Amazon Connect contact center solutions for enterprise clients
- Define project scope, timelines, budgets, and resource allocation for cloud transformation programs
- Conduct stakeholder workshops to gather requirements and design solution architectures
- Coordinate cross-functional teams including developers, architects, and QA engineers
- Manage vendor relationships and AWS partnership activities
- Oversee integration of Amazon Connect with CRM/ITSM platforms (Salesforce, ServiceNow)
- Drive adoption of AI capabilities including Amazon Lex, Lambda, and Claude for intelligent automation
- Monitor project health through KPIs, risk management, and delivery governance
- Present progress reports and strategic recommendations to C-level stakeholders
- Develop POCs and innovation demonstrations for prospective clients
- Mentor and develop team members across distributed teams
- Support pre-sales activities including RFP responses and solution estimations
What We're Looking For
We value project managers who combine deep Amazon Connect expertise with strong leadership and client-facing skills. You should be comfortable navigating complex enterprise environments and driving transformational change.
Requisitos
AI & Cloud Certifications (Required)
- AWS Certified Cloud Practitioner (CLF-C02)
- AWS Certified AI Practitioner (AIF-C01)
- AWS Knowledge: Amazon Connect Communications Specialist (badge)
- At least one active PM certification: PMP, PMI-ACP, PRINCE2, or CSM
Certifications (Preferred)
- AWS Solutions Architect — Associate
- AWS Knowledge: Amazon Connect Developer (badge)
- ITIL Foundation
Technical Skills
- Hands-on experience with Amazon Connect design, configuration, and implementation
- AWS services: Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, KMS
- Contact center technologies: IVR, ACD, CTI, call routing, omnichannel
- CRM/ITSM integration via APIs and middleware (Salesforce, ServiceNow)
- Cloud security, networking, and identity management fundamentals
- Project management tools: Jira, Confluence, MS Project
- Agile/Scrum and Waterfall methodologies
Experience
- 5–8 years in technology project management
- 2+ years leading cloud contact center implementations
- Experience managing teams of 10+ resources
- Experience with projects of $250K+ contract value
- Track record of successful enterprise client engagements
Soft Skills
- English proficiency B2 minimum (written and verbal)
- Strong client-facing consulting and presentation skills
- Stakeholder management at C-level
- Risk management and delivery governance
- Leadership and mentoring of distributed teams
- Analytical and strategic thinking
Education
- Bachelor's degree in Computer Science, Engineering, Business Administration, or related field
- MBA or Master's degree (preferred)
Benefícios
- Work with cutting-edge AI technology as part of the Anthropic Claude Partner Network
- Lead transformational Amazon Connect projects for enterprise clients
- Culture of innovation — your ideas shape real solutions
- Flexible remote work policy
- Competitive compensation package
- Professional development budget
- Certification sponsorship (AWS, PMP, PRINCE2)
Detalhes da Vaga
Departamento
Consulting - Black Hats
Localização
Remote, Brasil
Tipo
Full-time
Experiência
Senior
Vagas
1
Publicada em
21/04/2026
Ref
FW-2026-IBKBL